customer services lead resume example with 3+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Observant Call Center Representative experienced working in call center environments. Skilled at handling various calls while resolving client issues rapidly.
Skills
Inbound and Outbound Calling
Adaptive team player
Call Center Operations
Customer relations
Problem-solving abilities
Microsoft Office expertise
Experience
09/2021 to CurrentCustomer Service LeadPerry Ellis International Inc. | Paramus, NJ,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Implemented company processes to effectively resolve customer service issues.
Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Consulted with customers regarding needs and addressed concerns.
Did efficiencies with new representatives to insure they were understanding job duties
helped representatives struggling to meet and complete job duties bye doing side by sides
assisted new representatives on the floor with job duties
Volunteered to handle complaints and issues for manager during busy time periods.
Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
04/2020 to 09/2021Customer Care RepresentativeAmica Mutual Insurance | Horsham, PA,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Promptly responded to customer inquiries and resolved complaints to promote loyalty.
De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Documented conversations with customers to track requests, problems and solutions.
Ranked in top level for customer satisfaction among team members.
Exceeded company productivity standards on consistent basis.
Maintained high satisfaction score by consistently resolving first-call issues.
Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
Delivered customer support to high call load each shift.
Provided high level of quality control, eliminating downtime to maximize revenue.
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Documented customer inquiries and feedback and entered service delivery suggestions in company database.
Reviewed customer account information to determine current issues and potential solutions.
09/2019 to 03/2020Gas Station CashierWhole Foods | Longmont, CO,
Processed cash and credit payments for gasoline, food and other merchandise.
Cleaned store inside and out, straightened displays and maintained neat and inviting atmosphere for optimum customer satisfaction.
Checked customer ages before cigarette or alcohol purchases and allowed sale only if within legal age limits.
Counted cash in sales stations at shift beginning and verified enough cash to make change for customers.
Monitored self-service gasoline pumps, helping customers with operation.
Managed in-store food and general merchandise inventory, stocked goods and documented low stock levels.
Interacted with vendors regarding incoming products, unpacked cases, verified pricing and stocked merchandise.
Enforced store security procedures and prevented merchandise loss via keen attention to detail and video monitors.
Contacted service technicians when gas pumps malfunctioned and labeled non-functioning pumps to prevent customer use.
Trained 4 new cashiers and supervised work during training period.
Processed payments via cash, credit and debit cards and counted back change to customers to avoid cash drawer errors.
Maintained work area and kept cash drawer organized.
Counted and balanced cashier drawers.
Welcomed customers, offering assistance to help find store items.
Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
Scanned items and checked pricing on cash register for accuracy.
Managed cashier shifts and breaks.
02/2014 to 10/2014Cashier SupervisorWegmans Food Markets | Keansburg, NJ,
Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
Greeted customers and responded to requests for information.
Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
Supported front end procedures to keep items well-stocked to prevent shrinkage.
Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.
Maintained professional store appearance by inspecting checkout areas and directing team members in cleaning, trash removal and other actions.
Verified customer identification for alcohol or tobacco purchases.
Organized and updated schedules to optimize coverage for expected customer demands.
Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
Built and maintained working relationships with peers and upper management.
Supervised counting cash drawers and making bank deposits in compliance with store opening and closing procedures.
08/2013 to 02/2014Grocery BaggerHy-Vee | City, STATE,
Assisted customers with getting groceries loaded in vehicles.
Collected empty carts and returned each to store to minimize loss and damage to store property.
Cleaned up spills, collected trash and swept and mopped floors.
Retrieved carts from returns and parking lot.
Checked prices and pulled product for customers.
Marked and labeled containers with accurate shipping information to prevent delays.
Faced merchandise in freezers and shelves for display.
Inspected outgoing shipments to maintain quality assurance standards.
Participated in available training courses to improve sales skills and product knowledge.
Operated hand trucks, pallet jacks and forklifts to move materials.
Answered questions and inquiries per shift regarding products, prices and availability.
Reviewed tags on product shelves
Cleaned shelves and restocked with new inventory when products stock ran low.
Education and Training
Expected in 01/2014 to to High School Diploma | Millard South Highschool , Omaha , GPA:
In High school I graduated early with a GPA of 4.0, currently doing general classes for business degree at metro community college
I was previously in school to become a nurse and was able to maintaine a 4.0 throughout that as well. I also have my CNA!
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